Transforming customer experience in a bank requires bringing stakeholders from distribution, product, risk, legal, pricing, and other departments to the table. Regular risks include potentially conflicting agendas or timelines. Resolving these barriers requires active sponsorship from the top.. Banks and non-bank financial institutions are shifting their focus away from rationalizing product offerings toward a cohesive, simple, and personalized customer experience, in an attempt to re-gain the trust of the public, and to re-build customer loyalty following the financial crisis. Yesterday's demands—including flexibility, efficiency.
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The banking industry's strategic emphasis on customer experience is not going unnoticed by customers. Banks received an overall XMI benchmark rating of 70%, tying for third place out of the 20.. Here are the top banking CX trends steering the future of finance. 1. Increased desire for high-quality mobile and digital banking. Mobile banking provides customers with the freedom to manage their finances anytime, anywhere—from checking account balances and transferring funds to paying bills and applying for loans.
